Shipping policy
Shipping Policy
Delivery area
Kintail House currently delivers to addresses within New Zealand only. We do not offer international shipping at this time.
Processing times
Orders are normally prepared and dispatched within 1–3 business days after payment has been confirmed.
Business days are Monday to Friday, excluding New Zealand public holidays. Processing may take longer during busy periods or when an order requires additional checking. If there is a significant delay, we will contact you using the details provided with your order.
Shipping rates
Shipping costs are calculated based on the products ordered, the delivery address, and the shipping option available. The applicable shipping options and total cost will be displayed at checkout before payment.
Some products may have different shipping requirements or charges because of their size, weight, value, or delivery needs. Any applicable cost will be shown at checkout.
From time to time, we may offer free or discounted shipping when an order meets the conditions displayed on our website or at checkout.
Available shipping options and the final cost are displayed at checkout.
Rural delivery
Customers at rural addresses must select the rural delivery option at checkout. Please include your rural delivery number in your address where applicable.
If an urban shipping option is selected for a rural address, we may contact you to arrange payment of the difference before dispatch. This may delay the order.
Estimated delivery times
After dispatch, estimated delivery times are:
- Urban addresses: Approximately 3–5 business days
- Rural addresses: Approximately 5–8 business days
These timeframes are estimates rather than guaranteed delivery dates. Public holidays, severe weather, courier disruptions, and peak shopping periods can cause delays outside our reasonable control.
If you need an order for a particular date, please contact us before ordering. We will let you know what may be possible, but we cannot guarantee a courier’s delivery date.
Tracking
Shipping services are tracked. When tracking information is available, it will be sent to the email address or mobile number provided with your order.
Tracking can take a short time to update after the parcel has been collected or scanned by the carrier.
Delivery addresses
Please check that your name, delivery address, postcode, rural delivery number, email address, and phone number are correct before submitting your order.
If you notice an error, contact us as soon as possible. We will try to update the details, but changes might not be possible after an order has been processed or dispatched.
Additional delivery costs caused by an incorrect or incomplete address may be charged where permitted by law.
Delayed or missing parcels
If your parcel has not arrived within the estimated timeframe, first check the tracking information and any attempted-delivery notices. You can then contact us with your order number so we can help investigate with the carrier.
Please do not treat a delayed parcel as lost without contacting us. Carrier investigations can take time, and we may need to wait for their confirmation before arranging the appropriate remedy.
Parcels damaged during delivery
If an order arrives damaged, please contact us as soon as reasonably possible. Include your order number and clear photographs of:
- The damaged product
- The parcel and packaging
- The shipping label
Please keep the product and all packaging while we investigate. Damaged or faulty goods are handled in accordance with our Return and Refund Policy and your rights under the New Zealand Consumer Guarantees Act 1993.
Returns
Shipping an item back does not automatically qualify it for a refund. Please contact us before returning anything and read our Return and Refund Policy for eligibility and instructions.
Where we confirm that an item is faulty, damaged, or incorrect, we will arrange the return or reimburse reasonable return-shipping costs. We do not cover return-shipping costs for ineligible or unauthorised change-of-mind returns.
Changes to this policy
We may update this Shipping Policy when our services, carriers, rates, or delivery areas change. The shipping options and charges shown at checkout at the time an order is placed will apply to that order.
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or other applicable law.
Contact us
For shipping questions, contact:
Kintail House
Email: info@kintailhouse.com
Effective date: 20 September 2026